Requesting a Top-up Refund
If you added money to your wallet very recently and have not spent any of it, you can ask for it to be paid back to you outside Onflow Ads. This page is the click-by-click flow.
Read Refunds first for the rules, the fee schedule and what is never refundable — this page assumes you already know the request may be declined.
Why you would use this
- You topped up by mistake, or topped up more than you meant to.
- You have decided not to use the platform and have not spent anything yet.
A top-up refund is not money back into your wallet — it leaves the platform, minus fees. If you simply want to keep the money to spend on Onflow Ads later, do nothing: your balance does not expire.
Before you begin — the eligibility checklist
Your top-up can only be requested when all of these are true:
- It was successfully credited to your wallet.
- Less than 12 hours have passed since it was credited.
- Nothing at all has been spent from your wallet since it was credited.
- There is no open refund request for it already, and it has not already been refunded.
If you topped up with cryptocurrency, have a fresh USDT BEP-20 (BSC) address ready before you start — you will be asked for it and there is no way to change it afterwards.
Step by step
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Sign in and open https://onflowads.com/telegram/dashboard/wallet.
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Select the Refunds tab, or go straight to
https://onflowads.com/telegram/dashboard/wallet?tab=refunds. -
The card is headed Refund a top-up and opens with a summary of the policy — the 12-hour window, the fact that a request does not guarantee a refund, that it is only considered while none of the amount has been spent, that approved refunds are paid to an external destination net of a platform fee plus the gateway's fees, and that crypto refunds require a fresh USDT BEP-20 address.
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Under the policy, your recent top-ups are listed (up to the ten most recent credited ones). Each row shows the amount and when it was credited.
- An eligible top-up also shows what you would receive after fees and where it would go — for example "Credited 12 Jun 2026, 14:32 · you would receive $67.24 after fees, to your original payment method" — and a Request refund button.
- An ineligible top-up shows the reason in amber instead of a button.
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Click Request refund on the top-up you want back.
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The Request a refund dialog opens. It repeats the warning — "This is a request, not a guarantee. It is reviewed manually and only considered if none of this top-up has been spent." — and shows the full quote:
Row What it is Top-up amount The amount that was credited. Platform fee (18%) Deducted from the top-up amount. Gateway fees The payment gateway's own fees on the remainder. On a crypto refund the row is labelled "Gateway fees (OxaPay + Binance)". You receive The net amount that would be paid to your destination. -
Enter your destination, if one is needed:
- Crypto top-up: a field labelled Fresh USDT BEP-20 (BSC) address appears, with the placeholder
0x…. Paste the address. The hint reminds you that the refund is sent on the BSC (BEP-20) network and that transfers cannot be reversed. - UPI or card top-up: no destination is needed. The dialog states that your refund is returned to the original payment method you paid from.
- Crypto top-up: a field labelled Fresh USDT BEP-20 (BSC) address appears, with the placeholder
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Click Submit request. (Cancel, the Escape key, or clicking outside the dialog closes it without submitting.)
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A confirmation appears: "Your refund request has been received and will be reviewed.", followed by the full disclaimer. The list refreshes and your request appears under Your refund requests.
Tracking your request
Your requests appear under Your refund requests on the same tab, most recent first (up to the 25 latest). Each row shows the amount, the date requested, the net figure and where it is going, any note from the reviewer, and a status pill.
| Status shown | Colour | Meaning |
|---|---|---|
| Under review | Amber | Queued for manual review. Nothing has moved yet. |
| Approved | Green | Approved; the payout is being arranged. |
| Refunded | Green | The net amount has been paid to your destination. A payout reference is shown when one is available. |
| Declined | Grey | The request was not approved. A note always explains why — a decline cannot be recorded without a stated reason, and you are shown it in full. The freeze is lifted in the same step and the money is spendable again. |
The net line reads, for example, "Net $67.24 → USDT BEP-20" or "Net $67.24 → original payment method", with a reference appended once the payout has been made.
Nothing is deducted — your balance still shows the money and it is still yours — but that amount cannot be spent while the request is open. Only the requested amount freezes; the rest of your balance stays fully spendable, so a $50 request against a $500 balance leaves $450 to spend.
Nothing lifts a freeze automatically and no timer runs. It ends when the team decides: approving it (the frozen amount leaves with the refund), declining it (the freeze is lifted immediately and the money is spendable again), or releasing it if you ask to withdraw your request. There is no self-service button that unfreezes your own money — email support@onflowads.com if you change your mind.
The freeze exists to protect the request. Without it, spending anything while you waited would quietly disqualify the very request you were waiting on.
Why a top-up may show as not refundable
The reason is displayed directly on the row:
| Reason shown | What it means |
|---|---|
| "The 12-hour refund window for this top-up has passed." | Top-ups are final after 12 hours. |
| "Part of this top-up has already been spent, so it can't be refunded." | Some of the credited amount is gone. |
| "You've used funds since this top-up, so it can't be refunded." | There has been a wallet spend since it was credited — any spend disqualifies it. |
| "A refund is already being reviewed for this top-up." | Only one open request per top-up is allowed. |
| "This top-up has already been refunded." | It has been paid back once already. |
| "This top-up isn't in a refundable state." | The top-up never reached the credited state. |
If the Refunds tab shows "You have no top-ups eligible for a refund right now. Refunds can be requested within 12 hours of a top-up, and only if none of it has been spent.", none of your recent top-ups currently qualifies.
Errors you might see
| Message | Why | Fix |
|---|---|---|
| "Enter a valid USDT BEP-20 address (0x… , 42 characters)." | The address you typed is not a valid BEP-20 address. | Copy it directly from your wallet app. It starts with 0x and is 42 characters long. |
| "That doesn't look like a valid USDT BEP-20 address (it should start with 0x and be 42 characters)." | The same check, applied on our servers. | As above. |
| "Enter the fresh USDT BEP-20 (BSC) address to receive your crypto refund." | The address field was left empty on a crypto refund. | Provide an address. |
| "A refund request for this top-up is already being reviewed." | You already have an open request for it. | Track it under Your refund requests. |
| "We couldn't find that top-up on your account." | The top-up does not belong to your account. | Refresh the page and try again. |
| "Which top-up would you like refunded?" | No top-up was identified. | Reopen the dialog from the row you want. |
| "Too many attempts. Please wait a minute and try again." | Refund requests are rate-limited for safety. | Wait a short while, then retry. |
| "Network error — please try again." | Your connection dropped mid-request. | Check your connection and retry. |
Edge cases
Can I cancel a request I have submitted? Not from the wallet page. Email support@onflowads.com with the order reference before it is decided.
Can I change the crypto address after submitting? No. The address is captured with the request. Contact support immediately if you made a mistake.
My earlier request was declined but the top-up is still within 12 hours and unspent — can I ask again? Yes. A top-up whose previous request was declined becomes actionable again while it still meets every condition, and a Request refund button reappears on the row.
I have several eligible top-ups. Can I refund them all at once? Each top-up is requested separately, and each carries its own quote.
What happens if I spend money while my request is under review? You cannot spend the requested amount — it is frozen while the request is open. You can spend the rest of your balance freely, but doing so fails the request's re-check and it will be declined. Nothing is charged or lost; you simply do not get the refund.
Why is the amount I would receive so much less than I paid? Because a platform fee plus the payment gateway's fees are deducted from an already-completed transaction. The exact rows are shown before you submit — see Refunds for the schedule.
FAQ
How long does a decision take? Up to 5 business days to review. If it is approved, payment then takes a further 7 to 14 business days, counted from the approval date rather than from the day you asked. Business days exclude weekends, public holidays and national festivals in India.
Will I get a new invoice for the refund? No. Invoices are issued for top-ups. The refund reference is shown against your request once the payout is made.
Does requesting a refund affect my account standing? A single genuine request does not. Repeated requests may be reviewed alongside your overall account activity.
Can I request a refund of a service purchase instead? Service refunds work differently and go back to your wallet automatically — see Refunds.
Next: Payment Troubleshooting — what to do when a payment, payout or refund does not behave as expected.